Shania Lawson
Lithonia
Summary
I am an enthusiastic, self-motivated, teamplayer who is committed to collaborating effectively with cross-functional teams while delivering efficient and innovative solutions to drive success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT SPECIALIST
PROVALUS
02.2023 - Current
- Analyze and resolve technical issues, ensuring minimal downtime for outsourced clients via email and chat.
- Enhanced process applications and advanced analytical reports, and implemented automation processes using Monday, Excel, and Microsoft Admin.
- Create accounts and assign access permissions based on employee profiles.
- Reconciled 150 daily payment batches across ERP systems.
- Utilized software such as Salesforce and SAP ERP to efficiently produce intuitive reports and analytics.
- Lead deployments for VOIP services and conferencing systems.
- Improve department efficiency through automated reporting processes.
- Assisted with the configuration and rollout of over 100 systems.
Visual Merchandiser
Belk
02.2022 - 02.2023
- Created interior displays to promote products in alignment with corporate sales objectives.
- Enhanced overall store appearance by applying careful consideration to product and display locations.
- Monitored and replenished display inventory and restructured according to available stock.
- Managed aesthetically pleasing displays to showcase company products and increase sales.
- Provided customer service by assisting customers with product selection, answering questions, and processing purchases accurately using a POS system.
- Resolved customer complaints and handled returns and exchanges.
CONTACT CENTER AGENT
BPO AMERICAN
05.2021 - 12.2022
- Managed a high volume of inbound customer calls, consistently exceeding monthly targets.
- Tackled critical issues such as payments, account inquiries, client matters, and troubleshooting via chat, email, and phone with tact and professionalism.
- Trained and mentored new call center agents, providing comprehensive product knowledge and customer service techniques.
- Increased customer retention by 18% after introducing new a new strategy.
- Used CRM to track interactions, leading to a 30% increase in follow-up success.
MARKETING ASSISTANT
FAYETTEVILLE STATE UNIVERSITY
09.2018 - 03.2021
- Developed conversion-based paid media campaigns, reaching 20,000 accounts within the first month.
- Optimized performance by identifying trends and analyzing metrics.
- Spearheaded and created intriguing social media content for several platforms through advertisements, videos, photographs, and graphics.
- Managed several social media accounts, increasing engagement by 30% within 3 months.
Physical Therapist Intern
Southern Lakes Therapy
01.2017 - 05.2017
- Leveraged usual and customary equipment to perform essential functions.
- Worked one-on-one to restore function, relieve pain and prevent disability.
- Responded to established emergency procedures to promote patient safety and care.
- Taught patients how to live within limits of capabilities and celebrated successes.
- Assisted licensed therapists in providing care to patients recovering from various injuries.
- Assisted in the use of modalities such as heat, cold and electrical stimulation.
- Documented patient progress and communicated findings with supervising therapists to help adjust treatment plans.
- Participated in team meetings to discuss patient care plans in an inpatient rehab setting.
Education
BA - Visual Arts
Fayetteville State University
Fayetteville, North Carolina05.2021
General Diploma - undefined
Manning High School
Manning, South Carolina06.2017
Skills
- Jira
- Salesforce CRM
- SAP ERP
- Microsoft 365 Admin
- Adobe Creative Suite Admin
- Zoho CRM
- Mondaycom Automations
- Simpplr
- Excel
- Hubspot
- Azure Admin
- Patient communication
- Social media marketing
- Point-of-Sale
- Technical proficiency
- Problem solving
- Cloud computing
- Programming
- Data analysis
- JavaScript
- Emailing
Accomplishments
- IT service desk employee of the month 2024, 2025
Certification
Certified Salesforce Associate
Timeline
IT SPECIALIST
PROVALUS
02.2023 - Current
Visual Merchandiser
Belk
02.2022 - 02.2023
CONTACT CENTER AGENT
BPO AMERICAN
05.2021 - 12.2022
MARKETING ASSISTANT
FAYETTEVILLE STATE UNIVERSITY
09.2018 - 03.2021
Physical Therapist Intern
Southern Lakes Therapy
01.2017 - 05.2017
General Diploma - undefined
Manning High School
BA - Visual Arts
Fayetteville State University